Visitor
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1 Message
Request for Executive Support – Unauthorized Security Charges – Account [Edited]
I have been an Xfinity customer since 2016 with only Internet and cable. In March 2025, a home security system was added to my account without my authorization. I discovered this on March 2, 2026, and canceled it immediately. I have now been billed over $1,200 for a service I never requested, used, or consented to.
Your claims department told me I “authorized by text message,” but I have no such text, and when I asked for the call recording to verify, I was told it is unavailable because it is older than 45 days. This does not excuse fraudulent charges. I need a full refund of all security‑related charges from March 2025 through the cancellation date, and removal of any past‑due balances.
Please escalate this to your executive support team. I am ready to provide any additional information. Thank you.
EG
Expert
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117.2K Messages
13 days ago
The concern is not "Home Security Devices And Equipment" help related........... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityRichard
Official Employee
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3.1K Messages
13 days ago
Good Morning, @user_dfv7m2 Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry to hear that you were charged for services that you did not request. Please be assured you reached the right person to assist you by getting this escalated. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard
Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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